Meet the team: Singletrack Support

Insights

In a nutshell, the Singletrack support team provides product support, upgrades, data loads and other support functions from a team of first, second and third line support engineers.

Life cycle of a support ticket

Ticket raised

Step one is raising a ticket. The best way to do this is via our support portal so you can give it the appropriate priority level – that way, we know how to structure our work to best help you.

Triage

We’ll then triage the ticket, assigning priority and sending it to the relevant person, whether that’s in support, or in another team at Singletrack like engineering, product, professional services or customer success. Getting this step right is key to making sure we can resolve issues and questions fast.

Finding the solution

Then we get to work resolving your ticket. Critical issues are dealt with straight away and we’ll get back to you as soon as possible with a fix or a workaround so you won’t be slowed down by a more complex request. For lower priority issues we work to meet internal targets. To find out more about the whole process, our Client Guide to Support can be supplied on request.

Current Support Initiatives

We’re always looking for ways to improve our processes and make our customers’ experiences better. While you’ll notice improved service, some of these changes won’t be directly visible to our customers. So here’s a peek under the hood at what we’re working on right now.

Pending Ticket Automation

Until recently, resolved tickets were labelled as pending until the customer had confirmed the issue was resolved. Sometimes, this process resulted in tickets remaining open longer than necessary. To address this, we’ve introduced pending ticket automation which sends three reminder emails about each pending ticket. If there’s no further activity, the ticket is automatically resolved. This new process has really simplified our internal processes, giving us more time to concentrate on issues that need our attention.

Customer Satisfaction

At Singletrack we’re always looking to improve how we work with our customers, and getting their feedback is a key part of this. To better incorporate this feedback, we recently introduced Customer Satisfaction (CSAT) ratings. A day after each support ticket is resolved, we collect feedback using a short survey so we can see what worked, and address anything that didn’t.

Strengthening the Support Team

To help manage the demands with ticket capacity we’re expanding our team. Each new joiner goes through a few months of phased training to ensure they’ll be ready to help you with any questions or issues that might arise.

Support Initiatives coming soon…

US Customers

We’ve improved the way we manage our team’s working hours to provide better support to our US customers, particularly for jobs like data loads which often need to be done in real time.

Ticket Submission

We’re working on making our ticket submission process via the Singletrack support portal easier and faster to give our customers a consistent way to get in touch with issues and questions, with the opportunity to communicate each ticket’s priority to help us plan our work.

Supporting you to get the most out of Singletrack

It’s been a pleasure to share more about Singletrack support in this article, and to give you a look at how we’re working to improve, and what we plan for the future. Watch this space! We’re always looking for ways to make support better for our customers, so we’ll have more plans and initiatives coming soon.

Any questions? Get in touch with your Singletrack point of contact or go to the Singletrack Support Portal and raise a ticket!

Published: 23/10/2024

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